Field Service Manager
Candidates must be great at leading people. This is a leadership role requiring them to inspire the team and get them to buy into all company goals and standards while feeling appreciated, worthy, and that their contributions matter.
Role Overview:
- Lead and inspire a team of Field Service Supervisors to deliver exceptional customer support.
- Develop and implement scalable processes to enhance the efficiency and effectiveness of the aftermarket team.
- Monitor and improve key performance indicators (KPIs) to ensure high-quality service.
- Coordinate scheduling and training to ensure the right technicians are assigned to tasks and are well-prepared.
- Oversee administrative tasks, ensuring thorough documentation and timely submission of reports and expenses.
- Conduct regular warranty reviews and maintain communication with factories to resolve issues and implement preventative measures.
- Ensure compliance with all processes and encourage adherence among team members.
- Develop and utilize CRM and Desk systems to track and monitor support issues.
Qualifications:
- Proficiency in ERP and CRM systems.
- Strong communication and problem-solving skills.
- Ability to build and maintain strong relationships with customers and internal teams.
- Knowledge of Lean principles.
- Proficiency in Microsoft Office tools.
- Strong presentation skills and ability to respond to questions effectively.
- Team-building and interpersonal skills.
Requirements:
- Associate degree in engineering or a related technical field.
- 4-5 years of experience in field service management or a related area.
- Strong communication and collaboration skills.
- Analytical and problem-solving abilities.
- Experience in the capital equipment industry is a plus.
- Willingness to travel as needed (less than 15%).
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